Contact Centre Coach
Core
Coach, train, and evaluate customer service representatives to ensure high-quality, compliant service delivery in the online gaming sector.
Role type
Customer Service Coach (IC)
Builds
High-quality customer service experiences and team performance
Domain
Online Gaming / iGaming / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Coaching and feedback delivery, training program development, performance data analysis, quality assurance (QA) evaluation, compliance monitoring, cross-functional collaboration
Preferred skills
Sports betting market knowledge, online gaming industry experience, gambling regulations familiarity, customer retention strategy design
Technologies
Genesys, Jira, Confluence
Responsibilities
Conduct real-time and structured coaching sessions with customer service teams; develop and deliver training programs for new starters and ongoing skill gaps; perform QA evaluations and log call reviews; compile monthly reports on team trends and service levels; support performance management through audits and objective setting; stay updated on product updates and industry trends
Seniority
Individual Contributor, mid-level specialist